Field Service Specialist

2 weeks ago

Springfield, Massachusetts, United States MassMutual Full time
The Opportunity

As a Field Service Specialist at MassMutual, you will play a critical role in providing exceptional service support to our functional areas, ensuring seamless operations within the MassMutual Distribution System. You will have the opportunity to participate in or lead projects related to service improvements, expediting the handling and support of service requests. Your responsibilities will include:

  • Supporting department service levels and key performance indicators within established guidelines and under general supervision.
  • Adhering to and improving functional standard work to improve efficiency and effectiveness of work results.
  • Acting as a contact for review and completion of incoming service requests, providing support on departmental functional responsibilities across MassMutual's distribution system and product lines.
  • Supporting individual and team service level and quality expectations.
Credentialing

You will be responsible for providing field support for new business validations tied to state licensing, appointments, Anti-Money Laundering, and MM/State required training. Additionally, you will:

  • Resolve credentialing errors.
  • Process commission change forms.
  • Handle licensing reimbursements.
Service Support

In adherence with documented service expectations and standards, you will provide service response support to in-bound inquiries, including work requests, phone calls, and emails from customers, business partners, and field representatives. Your responsibilities will include:

  • Listening, documenting, and responding to inquiries within expected timeframes.
  • Supporting individual and team service level and quality expectations.
Business Subject Matter Expertise

You will provide business expertise to customer issues and continuous improvements opportunities to drive efficiency and increase capacity. Your responsibilities will include:

  • Providing a presence at meetings and huddles to influence dialogue and progress.
  • Communicating updates to impacted groups within the department.
  • Serving as a liaison or lead to team or cross-departmental problem-solving initiatives.
  • Coordinating and providing support to peers on assigned tasks.
Project Support

You will support departmental readiness for initiatives impacting the department and participate in scheduled training, learning activities, and assessments in preparation for new product or technology rollouts. Your responsibilities will include:

  • Supporting initiatives in targeted production roles to meet deadlines and clean-up activities.
The Ideal Qualifications

We are seeking a highly motivated and organized individual with:

  • 1+ years of customer service experience.
  • Organizational skills and attention to detail.
  • A desire to learn and apply Lean principles and methodologies.
  • Strong customer service orientation (financial services experience desired).
  • Action-orientation and ability to assume ownership of requests/problems and deliver effective resolution to customers.
  • Quantitative proficiency for performing manual calculations.
  • Basic knowledge of mainframe applications and Microsoft Office suite.
  • Ability to identify opportunities and problem-solve effectively.
  • Ability to multitask and meet deadlines.
  • Adaptability to handle changing priorities.
  • Analytical ability and attention to detail.
  • Strong Communication Skills – Written & Verbal.
What to Expect as Part of MassMutual Field Service Team

You can expect:

  • Regular meetings with the team.
  • Focused one-on-one meetings with your manager.
  • Access to mentorship opportunities.
  • Networking opportunities, including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran, and disability-focused Business Resource Groups.
  • Access to learning content on Degreed and other informational platforms.
  • Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry-leading pay and benefits.

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